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Changes for page Using SupportNet

Last modified by Alexander Holmes on 2026/08/19 16:33
From version 30.1
edited by Josh Hiner
on 2017/10/27 11:09
Change comment: There is no comment for this version
To version 44.1
edited by Alexander Holmes
on 2026/08/19 16:33
Change comment: Rename [xwiki:Confluence.Code.ConfluencePageClass] objects into [xwiki:Code.ConfluencePageClass]

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Title
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1 -How to use Supportnet
1 +Using SupportNet
Author
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1 -XWiki.josh@remc1_org
1 +XWiki.aholmes@remc1_org
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1 +\\
2 +
1 1  {{info}}
2 2  The REMC1 office is open from **7:30-5:00 (EDT) Monday-Friday** excluding holidays. During those times we have a fully staffed office and helpdesk working on any submitted helpdesk tickets or answering helpdesk calls.
5 +
6 +**Our main web page is **[[**https:~~/~~/support.remc1.net**>>url:https://support.remc1.net||shape="rect"]]
3 3  {{/info}}
4 4  
5 5  {{toc/}}
... ... @@ -19,53 +19,43 @@
19 19  When you call you will be connected to supportnet staff who will create a ticket for your issue and begin working with you to solve your issue immediately.
20 20  
21 21  (% style="margin-left: 30.0px;" %)
22 -== {{id name="Online"/}}**__Online__** ==
26 +== {{id name="Submit-a-ticket-using-Online-methods"/}}**__Submit a ticket using Online methods__** ==
23 23  
24 24  (% style="margin-left: 60.0px;" %)
25 -There are a few online options to choose from, and all of them can be reached from our website: [[support.remc1.net>>url:http://support.remc1.net/||rel="nofollow" shape="rect" class="external-link"]]
29 +There are a few online options to choose from. Most can be reached from our website:**__ __**[[**__support.remc1.net__**>>url:http://support.remc1.net/||shape="rect"]]**__ __**
26 26  
27 27  (% style="margin-left: 60.0px;" %)
28 -Here is an image that shows the different ways to submit a ticket from our website. They are described in detail below.
32 +They are described in detail below.
29 29  
30 30  (% style="margin-left: 60.0px;" %)
31 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:Waystosubmitaticket.PNG||height="400"]]
35 +=== {{id name="Email-Support-to-Create-a-Ticket"/}}**__Email Support to Create a Ticket__** ===
32 32  
33 -(% style="margin-left: 60.0px;" %)
34 -=== {{id name="Submit-a-Ticket-Via-support.remc1.net-Website"/}}(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" style="font-size: 16.0px;font-weight: bold;" %)__Submit a Ticket Via support.remc1.net Website__ (%%) ===
35 -
36 36  (% style="margin-left: 90.0px;" %)
37 -The first option is to go to the "Submit a Ticket" section on the main page.
38 +The third online option is to send an email to [[support@remc1.net.>>mailto:support@remc1.net.||shape="rect"]]** Use only your work email to send the ticket.** Be sure to give a brief summary of your issue in the subject line of that email and be as descriptive as possible in the body. Again, please see [[What to Include in the Ticket>>url:https://remc1.atlassian.net/wiki/spaces/PS/pages/edit-v2/17172029#What-to-Include-in-the-Ticket||shape="rect"]] for further details. ** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
38 38  
39 -(% style="margin-left: 90.0px;" %)
40 -Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other. Pick the button that best describes what organization you are submitting a ticket from.
40 +(% style="margin-left: 60.0px;" %)
41 +=== {{id name="Submit-a-Ticket-Via-our-Website---https://support.remc1.net"/}}__Submit a Ticket Via our Website__ - [[__https:~~/~~/support.remc1.net__>>url:https://support.remc1.net||shape="rect"]] ===
41 41  
42 -(% style="margin-left: 90.0px;" %)
43 -For instance if you are a member of SupportNet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite.
43 +(% start="1" %)
44 +1. **Visit **[[**https:~~/~~/support.remc1.net**>>url:https://support.remc1.net||shape="rect"]]
45 +1. The first option is to go to the "Submit a Ticket" section on the main page (Top Left Button or use the submit a ticket buttons in the center of the page)
46 +1. **Here you will see five options: Onsite, Internet, Finlandia, WUPHD and Other.** Pick the button that best describes what organization you are submitting a ticket from. For instance if you are a member of SupportNet (if you subscribe to supportnet services and have a REMC1 onsite that visits your district under contract) Select Onsite. If you are an Internet (and firewall services) only client and your issue is related to your internet or firewall services then click Internet. This button is also used to open a video conference ticket.
44 44  
45 -(% style="margin-left: 90.0px;" %)
46 -If you are an Internet (and firewall services) only client and your issue is related to your internet or firewall services then click Internet. This button is also used to open a video conference ticket.
47 -
48 48  \\
49 49  
50 50  (% style="margin-left: 120.0px;" %)
51 -==== {{id name="Onsite"/}}(% style="font-size: 16.0px;font-weight: bold;" %)Onsite (%%) ====
51 +==== {{id name="Onsite-(Supportnet-Members)"/}}Onsite (Supportnet Members) ====
52 52  
53 53  (% style="margin-left: 150.0px;" %)
54 54  This will be used if you have a specific onsite that comes to your District/Organization under a REMC1 Supportnet support contract. This includes the CCISD and GOISD districts with the exceptions of Finlandia and WUPHD where these organizations have their own buttons.
55 55  
56 56  (% style="margin-left: 120.0px;" %)
57 -==== {{id name="Internet"/}}Internet ====
57 +==== {{id name="Internet-(Internet-Only-Members)"/}}Internet (Internet Only Members) ====
58 58  
59 59  (% style="margin-left: 150.0px;" %)
60 60  This is for if you are connected, but not directly supported by REMC1 or would like to setup a Video Conference (ex: DIISD, CLK etc).
61 61  
62 62  (% style="margin-left: 120.0px;" %)
63 -==== {{id name="Finlandia"/}}Finlandia ====
64 -
65 -(% style="margin-left: 150.0px;" %)
66 -This is for Finlandia Students and Staff. With this link you will have to specify if you are Student or Staff as well as the building you are located in.
67 -
68 -(% style="margin-left: 120.0px;" %)
69 69  ==== {{id name="WUPHD"/}}WUPHD ====
70 70  
71 71  (% style="margin-left: 150.0px;" %)
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72 72  This is for WUPHD Employees. When Creating the ticket you will have to select the building in which you are currently having your support issue.
73 73  
74 74  (% style="margin-left: 120.0px;" %)
75 -==== {{id name="Other"/}}Other ====
69 +==== {{id name="Other-(Outside-Entities)"/}}Other (Outside Entities) ====
76 76  
77 77  (% style="margin-left: 150.0px;" %)
78 78  This will be used if you do not fall into any of the other categories. (eg: State of Michigan, Outside entity needing support regarding any REMC1 services)
79 79  
80 80  (% style="margin-left: 60.0px;" %)
81 -=== {{id name="Online-Web-Chat"/}}__**Online Web Chat**__ ===
75 +=== {{id name="Online-Web-Chat"/}}**__Online Web Chat__** ===
82 82  
83 83  (% style="margin-left: 90.0px;" %)
84 -The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue box that says "We're online! Need Help?". **Remember web chat is available during normal office hours listed above.** If it is after hours use the email method or submit a ticket using the web ticket submission form. Both methods are explained on this page.
78 +The second option is to use the web chat feature located in the lower right part of the screen. This is a little blue bar that says "SupportNet Chat (online)".
85 85  
86 86  *
87 87  **
88 -*** (((
89 -* Clicking on that will bring up a chat box that will request your name and email address.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
82 +*** Clicking on that will bring up a box that will request your name, email address, phone number / computer tag number, and a brief description of your issue.** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
83 +*** Type a summary of your problem in the box that says "What can we help you with today?" and click "Start Support Chat".  This will open a chat with the SupportNet Team.
84 +*** Type your problem into the message box. This will be instantly messaged to the Supportnet team.
85 +*** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
90 90  
91 -Type your problem into the message box. This will be instantly messaged to the Supportnet team. 
92 -
93 -*
94 -** It is important that you give as much detail as possible so the Supportnet staff can begin working on your issue immediately.
95 -)))
96 -
97 97  (% style="margin-left: 90.0px;" %)
98 98  This will begin a back and forth chat between the user and the Supportnet staff. A ticket will be created for you by the staff member who helped you. A picture of the web chat client is shown below.
99 99  
100 100  (% style="margin-left: 90.0px;" %)
101 -(% class="confluence-embedded-file-wrapper confluence-embedded-manual-size" %)[[image:attach:webchat.PNG||height="400"]]
91 +**Remember web chat is available during normal office hours listed above.** If it is after hours you may still use this chat service to submit a ticket, but there will be no technician to answer.  If the little blue bar says "SupportNet Chat (offline)" but it is within normal business hours, **refresh the page**.  This should allow the chat to come back online.
102 102  
103 -(% style="margin-left: 60.0px;" %)
104 -=== {{id name="Email-Support-to-Create-a-Ticket"/}}__**Email Support to Create a Ticket**__ ===
93 +[[image:attach:image2019-9-27_8-29-26.png||original-height="665" data-xwiki-image-style-alignment="start" width="217" original-width="374"]]
105 105  
106 -(% style="margin-left: 90.0px;" %)
107 -The third online option is to send an email to [[support@remc1.net.>>mailto:support@remc1.net.||rel="nofollow" shape="rect" class="external-link"]]** Use only your work email to send the ticket.** Be sure to give a brief summary of your issue in the subject line of that email and be as descriptive as possible in the body. Again, please see [[What to Include in the Ticket>>url:https://confluence.remc1.net/display/PS/What+to+Include+in+the+Ticket||shape="rect"]] for further details. ** Please use your Work/School email address. We will use this email address to create you a ticket and send updates. Your work/school email also helps show us we are authorized to speak with you regarding your support issue (for confidential/privacy reasons).**
108 -
109 109  (% style="margin-left: 30.0px;" %)
110 110  = {{id name="What-to-Include-in-the-Ticket"/}}**__What to Include in the Ticket__** =
111 111  
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116 116  The following are some items that should be shared immediately upon ticket creation (via web ticket, email ticket, web chat or when you call in):
117 117  
118 118  (% style="margin-left: 60.0px;" %)
119 -== {{id name="Full-name-of-business-or-school-district"/}}**Full name of business or school district** ==
105 +== {{id name="Full-name-of-agency-or-school-district"/}}**Full name of agency or school district** ==
120 120  
121 121  (% style="margin-left: 90.0px;" %)
122 -By giving the full name of the business or school district you are a part of we can verify we are authorized to speak with you regarding district issues which may be confidential, the Supportnet staff will also be able to assign the ticket to the correct business/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
108 +By giving the full name of the agency or school district you are a part of we can verify we are authorized to speak with you regarding district issues which may be confidential, the Supportnet staff will also be able to assign the ticket to the correct agency/district queue. By having the ticket assigned correctly, we can eliminate wasted time looking for information in the wrong place.
123 123  
124 124  (% style="margin-left: 60.0px;" %)
125 125  == {{id name="Work/District-email"/}}**Work/District email** ==
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134 134  The computer tag number is important because we need to know exactly what machine is being worked on. It also allows us to look it up in our management software to gather more information about your machine.
135 135  
136 136  (% style="margin-left: 90.0px;" %)
137 -(% style="font-size: 16.0px;font-weight: bold;" %)Where to find the computer tag
123 +Where to find the computer tag
138 138  
139 139  *
140 140  **
141 141  ***
142 142  **** The computer tag should be somewhere on your computer that cannot be removed. It is a red and silver tag that will have three letters and then four numbers. The letters will depend on what district you are in, but are generally a shortened version of the district you are in (ex: Chassell > CTS, Houghton > HTN)
143 -**** This is what the tag will look like:
144 -[[image:attach:Computer Tag.jpg||height="250"]]
129 +**** (((
130 +This is what the tag will look like:\\
145 145  
132 +[[image:attach:Computer Tag.jpg||original-height="951" data-xwiki-image-style-alignment="start" width="442" original-width="1689"]]
133 +)))
134 +
146 146  (% style="margin-left: 60.0px;" %)
147 147  == {{id name="Phone-number"/}}**Phone number** ==
148 148  
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159 159  == {{id name="Detailed-description-of-the-problem"/}}**Detailed description of the problem** ==
160 160  
161 161  (% style="margin-left: 90.0px;" %)
162 -A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps. With enough detail we may be able to solve your problem immediately with little to no followups for clarification.
151 +A good description of the issue will help Supportnet staff know exactly what is going on, and give them a sense of direction to take towards resolving the issue. Having a good description right away is vital to reaching resolution quickly. Please don't be concise in your description. Every detail helps. With enough detail we may be able to solve your problem immediately with little to no follow-ups for clarification.
163 163  
164 164  (% style="margin-left: 60.0px;" %)
165 165  \\
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